zoho_recruit
Technical Field Support - West
Ultraviolette
Bengaluru, IND
Full-time
Mid · 2+ years experience
Onsite
Discovered 3 weeks ago
FirmwareTelematicsZohoAWSE-SIM connectivity
Free
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FirmwareTelematicsZoho
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FirmwareTelematicsZohoAWSE-SIM connectivity
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1. Field Technical Issue Management
- Manage and resolve technical complaints from the field efficiently.
- Provide immediate, high-priority support for escalated field cases, including on-ground assistance for critical customer vehicle issues.
- Ensure swift diagnosis and resolution to minimize vehicle downtime. 2. Escalation Handling & Telematics Review
- Monitor AWS notifications for critical failures and escalate as required.
- Review telematics data post-escalation to identify root causes and corrective actions.
- Close escalated technical complaints through Zoho with timely follow-up. 3. CIR & CVI Analysis
- Analyze technical issues raised via CIRs; approve, reject, or request further data.
- Create CVI tickets with complete L1 analysis and document all critical failures. 4. Firmware & Connectivity Support
- Monitor firmware status across the fleet and ensure updates are released.
- Resolve firmware-related issues and escalate through Zoho when needed.
- Address E-SIM connectivity issues and maintain stable network performance. 5. Service Circulars & Campaign Management
- Review ASBs shared by CQA and prepare service circulars with field actions, impact lists, FRT, and cost details.
- Calculate FRT and labor costs for campaigns.
- Prepare reports on campaign completion %, warranty reduction impact, and associated costs for the region. 6. Training & Support for Field Teams
- Conduct basic telematics training for ASEs.
- Deliver part diagnosis training for ASEs and G-Staff
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